At FRAME Clothing Shop, we approach every detail with consideration—from the craftsmanship of our Black Belts to the drape of our Bootcut denim. We want you to feel confident and satisfied with every piece you bring into your wardrobe. If an item isn’t quite right, our returns and exchanges process is designed to be as thoughtful and seamless as our curation.

Our Policy At a Glance

  • Return & Exchange Window: 15 days from the date you receive your order.
  • Condition: Items must be unworn, unwashed, and in their original packaging with all tags attached.
  • Initiation: All returns and exchanges must be initiated via email to our customer care team.
  • Refund Method: Refunds are issued to the original payment method.
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping is the customer’s responsibility.
Please Note: For hygiene and safety reasons, certain intimate apparel and accessories are considered final sale and cannot be returned or exchanged. This includes, but may not be limited to: Bras, Bra Accessories, Body (as categorized in intimate apparel), and any Beanies, Bucket Hats, or Caps (due to their close-fitting nature). Please shop these categories with confidence, knowing they are carefully selected for quality.

Step-by-Step Process

Step 1: Initiate Your Request

Within 15 days of delivery, please email our dedicated team at [email protected] with the subject line “Return/Exchange Request – [Your Order Number]”.

Use the template below to ensure we have all necessary information to assist you promptly.

Subject: Return/Exchange Request – [Your Order Number] Dear FRAME Customer Care, I would like to request a [Return / Exchange] for my recent order. Order Number: [Please provide] Name: [Your Full Name] Email Address: [The email used on the order] Item(s) for Return/Exchange: [Product Name, Size, Color] Reason for Return/Exchange: [e.g., Size, Fit, Style, etc.] For exchanges, my requested new item is: [Product Name, Size, Color] (if available). I confirm that the item(s) are unworn, unwashed, and have all original tags and packaging. Thank you, [Your Name]

Step 2: Receive Instructions & Return Authorization

Within 1-2 business days, we will email you a Return Merchandise Authorization (RMA) number and detailed instructions on where to send your package. Returns sent without an RMA number cannot be processed.

Step 3: Ship Your Return

Securely package the item(s) in their original condition. Include a copy of your packing slip or the RMA email inside the package. Ship your return using a trackable and insured carrier to the address we provide. Please note that FRAME is not responsible for items lost or damaged in return transit.

Step 4: Processing & Refund/Exchange

Once we receive and inspect your return (typically within 5-7 business days after arrival):

  • For Refunds: We will process your refund to the original payment method (Visa, MasterCard, JCB, or PayPal).
  • For Exchanges: We will ship your requested item to your original shipping address. If the new item is of a different value, we will either charge or refund the difference.

Refund Timeline & Method

Refunds are processed immediately upon approval. The timing for the funds to appear in your account depends on your financial institution:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days.
  • PayPal: 3-5 business days.

You will receive an email confirmation once your refund has been issued.

Exchanges & International Considerations

We currently offer direct exchanges for the same item in a different size. For style or color exchanges, we recommend initiating a return for a refund and placing a new order.

As a global brand serving most of the world (excluding currently unavailable regions in Asia and remote areas), please be aware that return shipping costs and any applicable customs duties for returned goods are the customer’s responsibility.

A Note on Our Curation: Just as we thoughtfully assemble each collection—pairing timeless Belts with versatile Cardigans and statement Clutches—we stand behind the quality of every piece. If you receive a damaged or defective item, please contact us immediately at [email protected], and we will gladly arrange a prepaid return and swift replacement.

Need Further Assistance?

Our customer care team is here to help you with the same integrity and respect we apply to your personal data and your style.

FRAME Clothing Shop
7841 West Kristal Way, Glendale, US 85308
Email: [email protected]

Thank you for letting FRAME be a part of your story.

Policy Last Updated: October 26, 2023